Call or Contact Centre Manager - ANZSCO 149211
- Description
- Organises and controls the operations of a call or contact centre. May work in a call centre.
- Skill Level
- 2
- Skills Assessment Authority
- VETASSESS
- Caveats
- No caveats apply to this occupation.
Group: 1492 Call or Contact Centre and Customer Service Managers
- Description
- organise and control the operations of call or contact centres, review customer services, and maintain sound customer relations.
- Tasks
-
- developing and reviewing policies, programs and procedures concerning customer relations and goods and services provided
- ensuring operational efficiency within a call centre
- providing direction and feedback to team members and assisting with recruitment
- managing, motivating and developing staff providing customer services
- planning and implementing after-sales services to follow up customer satisfaction, ensure performance of goods purchased, and modify and improve services provided
- liaising with other organisational units, service agents and customers to identify and respond to customer expectations
- may work in a call centre
- Skill Level
-
Most occupations in this unit group have a level of skill commensurate with the qualifications and experience outlined below.
In Australia:
AQF Associate Degree, Advanced Diploma or Diploma (ANZSCO Skill Level 2)
In New Zealand:
NZ Register Diploma (ANZSCO Skill Level 2)
At least three years of relevant experience may substitute for the formal qualifications listed above. In some instances relevant experience and/or on-the-job training may be required in addition to the formal qualification. - Occupations in this Group
